This program is designed to help frontline staff deal with the vital area of handling customer complaints and managing difficult customer behaviour.
Building on the themes of customer expectations and how to develop strong
relationships with both internal and external customers, this course focuses
on how to manage customer complaints and develop strategies for service
recovery. By understanding your own behaviour in situations involving conflict
and frustration, you will be better equipped to deal with these workplace
challenges and still achieve a positive outcome for all concerned.
Duration
One day
Designed for
Frontline staff, customer service people, sales people and frontline managers
who have to deal with customer complaints and/or aggressive or difficult
customers.
Content
• The key steps in dealing with a customer complaint
• The value of a complaint
• Complaint management processes
• Behavioural styles (DISC profile)
• Dealing with the emotion and stress of complaints
• Handling abusive customers
• Communicating effectively with customers
• Managing conflict
• Assertive communication
Learning outcomes
• Demonstrate a range of communication techniques to deal with difficult
situations
• Identify styles of behaviour and determine your own personal style
• How to communicate assertively
• Be more aware of the ways difficult people create and use conflict
• Effectively handle conflict with customers
• Demonstrate the six step method of handling complaints
• Find positive solutions to customer complaints
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